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The Reality of an AI-Powered Customer Service and the Impact on Human Connection

Updated: Dec 1, 2023


Quick Poll:

  • Will AI replace customer service professionals?

  • Yes

  • No

  • Not sure

Artificial Intelligence (AI) is here, and from the looks of it, it isn't going anywhere anytime soon, you know why? It's steadily evolving and has evolved tremendously over the last few years. When you look up its origin, you'd be surprised that AI was born from a Dartmouth workshop in 1956, so it's been here for a while; just now, those initials are buzzing loud as busy bees.


Technology companies are advancing in an arms race by integrating AI into their products and services, such as Hewlett-Packard Enterprise, NVIDIA, Oracle, Palantir Technology, and many others, with Google, Microsoft, and OpenAI being the biggest leaders. AI-powered tools have been utilized in several industries, including customer service. The concern that AI will replace human customer service agents is hotly debated.


What are the 3 benefits companies gain from integrating with AI?


1. Boost Customer Satisfaction


Customer service AI tools can reduce customer handling time, provide faster response times, and are available 24/7. Customer satisfaction can be improved by responding promptly to requests and anticipating and resolving issues before users contact you.


80% of customers have had a positive experience with AI chatbots, according to Uberall. AI can analyze customer information and create an FAQ with solutions to frequently asked questions. Chatbots can also provide proactive support 24/7, improving brand reputation and customer experience.


2. Handle High Volumes of Inquiries and Support Requests


According to HubSpot, 90% of customers with a customer service issue expect an immediate response. The more customers a company has, the more often customer service agents need to interact with them. No matter how talented your customer service team may be, it would be challenging for them to keep up with several customer requests efficiently. AI, on the other hand, can quickly address customer issues and complaints in seconds.


3. Reduce Cost


AI customer service tools seem like an expensive addition to your company. Still, according to VentureBeat, it can reduce costs by up to 30%. Automating specific tasks lets your team concentrate on more complex issues and customer interactions. AI-powered customer service can help you achieve this goal, freeing up time and providing more value for your investment.


How do these benefits affect the future of Customer Service Professionals?


83% of businesses consider AI as a tool for competitive advantage. Additionally, 62% of customers would provide their data to AI if it would improve their experience. As AI technology advances, we will see an upward trend in using AI in customer service.


The onus is on companies to provide their customer service professionals with the information and training to adapt and embrace AI to enhance their skills and job functions. Although AI can handle basic customer service tasks, it lacks the emotional intelligence and nuanced communication skills that human agents possess.


Why is having human-centered connections meaningful to companies despite the benefits of AI?


Human customer service agents are better equipped to handle complex situations that require empathy and understanding. They can also read and respond to social cues AI cannot pick up on. Emotional intelligence is essential in providing quality customer service and building customer loyalty. Customers often prefer to speak with a human agent rather than an AI-powered tool.


The human touch is more important than ever in the digital age, as customers crave personalized attention and human connection. In this regard, hybrid models combining AI with human support are essential. By integrating artificial intelligence with human expertise, businesses can provide a more comprehensive and engaging customer experience.

Overall, AI can change the customer service landscape by providing efficient and personalized solutions to customers. Therefore, businesses must embrace and adapt to this technology to stay competitive. By doing so, they can reap the benefits of increased customer satisfaction, reduced costs, and improved operational efficiency.


To learn more about how AI is revolutionizing the workplace, check out the article, "Uses of AI in the Workplace" from Advologix.

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